Quartz Infrared, Inc. respects your right to privacy. Quartz Infrared, Inc. is the sole owner of the information provided by you while using this site. Quartz Infrared, Inc. never shares, sells, or trades any personal information with anyone. Quartz Infrared, Inc. collects information only when creating a new account or when you make a purchase. Quartz Infrared, Inc. does not collect information for any other purposes.

Quartz Infrared, Inc. is committed to preserving your privacy and personal information. When our registration/order form asks you to enter sensitive information, such as credit card number or billing address, that information is encrypted and protected with Secure Socket Layer (SSL)
encryption software. While on a secure page, most browsers will display a lock or key icon on the status bar at the bottom indicating that the page is secure. Also, in the address window, "http" changes to "https" on secure pages. Please verify that the page is secure before submitting any information for your own security.

All customer information, including credit card information, is encrypted before being stored on our servers. It is important for you to protect against unauthorized access to your password and to your computer. Please make sure that you logout and close your browser after shopping at Quartz Infrared, Inc. All information related to your order is deleted from the server within a few days of completing the order. No data is stored on the server long term.

In addition to our use of SSL encryption, we do everything in our power to protect user information offline. All user information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, a billing or customer service representative) are granted access to personally identifiable information. Furthermore, all employees are kept up-to-date on our security and privacy practices. As new policies are added, our employees are notified and reminded about the importance we place on privacy, and what they can do to ensure your information is protected.

If you have any questions about the security at our Web site, please contact us at Contact Form.

Customer Registration

In order to make purchases from this website, we do not require you to create a Customer Account. Choosing to create an account requires you to provide contact information, such as name, address, phone and e-mail address, that can be reused on future orders. This information is used
to advise you of order status, to contact you if we have a question about your order, billing purposes and to fulfill your order. We do, however, encourage you to create an account so that you may more quickly place orders in the future.

If you choose not to create a Customer Account, the same information is required, however it will not be retained, and will have to be re-entered for any subsequent orders.

When placing an order, we request financial information in the form of a credit card number (if you choose to pay by credit card) and allow you to edit your billing and shipping information for that order. This information is then used to bill and process the order. This information is not used for any other purpose, nor disclosed to anyone else.

E-mail

All e-mails sent to Quartz Infrared, Inc. may be retained and are not confidential. Please do not send sensitive information, including credit card numbers, via e-mail for your security.

We are required by our credit card processing company to report any suspicious activity related to credit card usage. Any information collected by us may be subject to disclosure to law enforcement officials for the purposes of fraud investigation.

Quartz Infrared, Inc. uses UPS and auto-freight/ocean-freight.
Not all methods are available for all products.

UPS Ground is the preferred method of shipping to the 48 Continental United States for most shipments. In addition to standard ground service, we offer UPS Next Day, UPS 2nd Day Air and UPS 3rd Day Select.

Due to past problems with FedEx shipments, we no longer offer shipments through FedEx services at this time.

For international shipments, we offer UPS Worldwide Express and UPS Worldwide Expedited (less than 150 pounds), DHL and ocean/air freight. International orders cannot be accepted through our Online Store at this time.

Auto/ocean/air-freight is used for shipments weighing over 150 pounds, over-sized items, and international shipments. Shipping products with this method will require Quartz Infrared, Inc. to quote to you the shipping cost based upon your location and shipment details. A quote will be
provided to you within 48 hours of your order. Your response will be required to process your order. After your order is processed, you will be notified of your delivery date and time. Depending on the shipper and location, you may be required to be present for delivery.

As most products are made-to-order, we regrettable cannot offer same day shipping on any products.

Shipping Costs

UPS ground is our preferred method of shipping. The costs of the various shipping options will be displayed at checkout, as available. You may choose from any available shipping methods. If you select items from multiple categories the shipping calculator may calculate the shipping at a rate higher than the actual amount. We always combine items into the smallest package possible and refund any excess shipping charges. Any refund will be made after the shipment is made, if the final shipping cost exceeds the calculated amount by more than $2.50.

For auto/ocean/air-freight items, a quote is sent to you within 48 hours of your purchase. Your response will be required to process your order. There are currently no products on the website that require truck shipment services.

We make every effort to keep the most commonly purchased items in stock at all times. Stock items are normally shipped in 1 - 2 days. Non-stocked items have a 3 - 5 day lead time. All orders for 20 or more pieces per model may require up to 7 days.

Custom order items are not stocked. Availability will be provided at the time of the order. Small custom orders typically have a 3 - 5 day lead time. No custom orders can be placed on our online store.

We do not process payments for orders that are out of stock until they ship.

Once your order has been shipped, you will receive ane-mail notification along with the order tracking number, when
available. We must have an email address on file or included with the order to facilitate this.

International Orders & Freight Forwarding

The United States controls the export of products and information. By using Quartz Infrared, Inc., the Customer agrees to comply with such restrictions and not export or re-export products purchased from Quartz Infrared, Inc. to countries or persons prohibited under the export control laws. Further more, by using Quartz Infrared, Inc. the Customer also agrees that the Customer is not in a country where such export is prohibited or a person or entity to which such export is prohibited. The Customer is responsible for compliance with the laws of the Customer's local jurisdiction regarding import, export and re-export of products and information.

Freight Forwarding: On large orders or ocean shipments Quartz Infrared, Inc. will gladly work with the customer's freight forwarder as long as the customer provides us with the freight forwarder's full company name, contact person, address, phone and fax. We also require a contact name, address and phone number for the final destination.

Customs, Duties, Import and Brokerage Fees: Customs procedures vary by country and agent, we recommend that you check with local officials regarding costs and procedures. Quartz Infrared, Inc. will provide a Proforma Invoice in advance for international orders. Quartz Infrared, Inc. is not responsible for customs and duties charges or delays caused by custom officials, shipping agents or flight delays. Customers are responsible for all duties and taxes. By not accepting the delivery of an international order, the Customer will be responsible for all shipping costs and applicable restocking fees. Custom orders that are refused for delivery will be billed at the full price, plus any additional charges for the return shipment.

Orders are processed within 24 hours after being placed with Quartz Infrared, Inc. To cancel an order, contact Quartz Infrared, Inc. as soon as possible after placing your order, between the hours of 8AM and 5 PM Eastern Standard Time, Monday through Friday. Depending upon circumstances of your order, we cannot guarantee that your order can be canceled without charge. Once an order ships, it cannot be canceled and must be treated as a return. Please see our Return Policy below.

Special/Custom orders: Customers may incur a cancellation fee to cover the cost of procuring items from a supplier or for partially manufactured goods if Quartz Infrared, Inc. does not receive the cancellation request before these events occur.

To cancel an order, please contact us by our Contact Form, or at our toll free number,1-866-747-4328. Email is our preferred method of contact and it is checked frequently during the business day.

Items may be returned (except as noted in Non-Returnable Items below) according to the following terms:

Manufacturer/Website Error: We will replace an incorrectly shipped, or defective item, immediately and at no additional charge. Errors resulting from incorrect information on the Quartz Infrared, Inc. website or online store will also be replaced at no additional charge. All incorrect or defective items must be returned to us or you will be charged for the items. Please see How to Return Products below for instructions on returning items.

Ordered Wrong Item: We will replace incorrectly ordered items with the correct item, but the Customer is still responsible for the shipping cost, and the return shipping, as noted below.
A 25% fee will apply for a return without exchange for correct item. This fee applies to ALL non stock items. Only Comfort Heater and Food Service Elements are stock items. All others are non-stock and built to order.

Ordered too many: Incorrect quantities may be returned for a refund, but will incur a $15 re-stocking fee.

Items must be returned to Quartz Infrared, Inc. within 15 days from the date you received the order, or you will be charged for the order. All items must be returned undamaged. Please contact Quartz Infrared, Inc via our Contact Form, or by phone at 1-866-747-4328 for a Return Authorization.

Customers are responsible for all shipping costs on returns and/or exchanges. Please contact Quartz Infrared, Inc. by e-mail or phone prior to the return to obtain a Return Authorization. If the return is a result of our error or a manufacturing defect , Quartz Infrared, Inc. will pay
preauthorized shipping costs for UPS Ground shipping rates only.

Non-Returnable Products

Custom manufactured items are not returnable, as they are made to order, except in the case of error by Quartz Infrared, Inc. No custom orders can be placed on the website store.

Items Damaged or Lost in Shipment

All items shipped from Quartz Infrared, Inc. are inspected and packed with the utmost care prior to shipment. We suggest that our customers also inspect the items before accepting delivery. If the packaging appears to be damaged, please inform the shipper and contact Quartz Infrared,
Inc. immediately. Most carriers require claims to be filed within 10 days of delivery. Quartz Infrared, Inc has developed packaging methods to insure that our customers receive their orders undamaged, but sometimes damaged goods can occur. At no time are you responsible for items damaged during shipment.

To return products, please contact Quartz Infrared, Inc via our Contact Form or by phone at 1-866-747-4328, for a Return Authorization. Returns/exchanges must be returned at your expense. Items returned due to errors or damage must be returned pre-paid via UPS ground, or a mutually agreed upon alternative. We will not authorize expedited service on returns. Shipping insurance is required for the invoice value on any return valued over $100. You will be credited the cost of shipping on returns in the case of Quartz Infrared, Inc. errors or shipping damage.

We will notify you via e-mail of your refund once we have received and processed your returned item. You can expect your refund in the same form of payment originally used, usually within seven (7) business days of notification. Please note: if the return is a result of our error or a
manufacturer defect, we will refund shipping costs, however only at ground/surface shipping rates. Payments by check will be refunded only after the payment check has cleared the bank.

All standard products (all products available on the webstore) are guaranteed for a period of 30 days against defects in material and workmanship. Custom manufactured item warranties will be determined on a case by case basis at the time of the order. Additionally, all welds and crimp connections are guaranteed for a period of 6 months.

Any warranty claim must be made by our Contact Form or by phone at 1-866-747-4328, and the units for which the claim is made must be returned to Quartz Infrared, Inc, via UPS ground pre-paid, for inspection. Payments for claims will be made in the same form of payment originally used, and will include reimbursement for shipping charges.